JP7385365B2 - Sales support system - Google Patents

Description

The present invention particularly relates to a sales support system for products such as investment trusts and insurance.

When selling financial products, many restrictions are legally imposed on sales activities. For example, Patent Document 1 discloses that by recognizing the specific content of important matters that require explanation depending on the product and memorizing whether or not this explanation was actually given, the system allows salespeople to understand the financial product. A sales support system that allows sales activities to be carried out is described.

Furthermore, when selling financial products, it is required that, for example, salespeople do not behave in a manner that would violate compliance with customers. Patent Document 2 describes a system that stores call records between salespeople and customers as voice data, analyzes the contents, and calls attention to any behavior that violates compliance. A sales support system (customer response management (CRM) system) is described.

Japanese Patent Application Publication No. 2008-181553 Japanese Patent Application Publication No. 2012-234269

For example, when conducting insurance sales activities, there are many items that need to be confirmed, such as personal information about the customer, a breakdown of insurance products purchased in the past, and the content of interview (survey) results. The specific contents are also wide-ranging. In addition, in this case, there are also items that need to be confirmed sequentially depending on the procedure.

In this respect, although the technologies described in Patent Documents 1 and 2 make it possible to confirm only a single item, if there are many confirmation items, it will be difficult for sales personnel to This required a lot of confirmation work, increasing the burden on sales staff. In particular, when confirmation work was required according to the procedure described above, the burden on sales staff became heavy and many mistakes were made.

Further, in this case, a specific sales person corresponding to a specific project or a specific customer performs this work. When a salesperson was replaced, the burden on the new salesperson to perform this task was especially heavy. For this reason, there is a need for a sales support system that can handle products that require many confirmations during sales activities.

The present invention was made in view of the above situation, and an object of the present invention is to solve the above problems.

The present invention is a sales support system that supports sales activities when selling investment trusts and insurance products to customers, and includes customer identification information that is information about the customer and is identification information of the customer. Customer information, including purchased product information that identifies products that the customer has purchased in the past, and the content of the product , including the identification code of the fund name or insurance name , and if the product is an investment trust, the risk information. and product information in which the size of the product is defined and stored as points , and the product information is stored in a manner that is linked to each other so that the identification code specified in the product information and the purchase date and purchase amount by each of the customers can be specified. A display section that displays the contents of various information, and materials used or obtained during the sales activities, or information that specifies the contents of the materials , including survey results and records of interviews with customers. Obtain activity information and store it in the storage unit, and recognize the target customer and the product in correspondence with the customer information and the product information, respectively, and store the corresponding customer information, product information, and the product information. The sales activity information is read from the storage unit, and based on the customer information, the product information, and the sales activity information, (1) the interview record number of the interview record recognized as approved for the product is displayed on the display unit; If you contact a sales representative via (2) The product information and sales activity information of the product . As a result of comparing the investment target in the product information and the desired investment target in the survey results based on the survey results included in (3) Compare the trust period in the product information with the customer's age recognized from the customer information, and if it is determined that the trust period is long considering the age, Or, if the customer is 80 years of age or older, and the person who created the interview record is not an officer of the customer as defined by the guidelines of the Japan Securities Dealers Association, either of the following applies. (4) If the product is an investment trust, the points of the product are determined to be unsuitable for the customer. (5) If it is determined that the customer's investment trust purchasing experience is not suitable for purchasing the product because the amount is excessive compared to the customer 's past purchase amount. If it is determined that the customer's investment amount is inappropriate because it is excessive compared to the total purchase amount, if any of the following applies, this will be displayed on the display section and If none of 1) to (5) apply, a screen will be displayed for editing or confirming a document concluding the sale of the product to the customer based on the product information of the product and the customer information of the customer. A control section that causes the display section to display information.
The materials may include the presented form.
The control unit may display the results of the determinations in (1) to (5) on the display unit.

According to the present invention, it is possible to obtain a sales support system that is compatible with products that require many confirmations during sales activities.

FIG. 1 is a diagram showing a configuration when a sales support system according to an embodiment is used. FIG. 1 is a block diagram showing the configuration of a sales support system according to an embodiment. This is an example of customer identification information used. This is an example of product information used. This is an example of purchased product information used. This is an example of interview record accompanying information (sales activity information) that is used. This is an example of questionnaire result accompanying information (sales activity information) that is used. 3 is a flowchart illustrating an example of the operation of the sales support system according to the embodiment. It is an example of a display of a check result in a sales support system concerning an embodiment.

Next, embodiments for carrying out the present invention will be specifically described with reference to the drawings. Here, the products in the sales support system according to the embodiment of the present invention are investment trusts and insurance, and when selling these, there are many items to be checked, and the procedure for checking them is also appropriate. This is required. In this sales support system, this check can be performed in an appropriate manner based on the various data obtained. Furthermore, at this time, the burden on the person checking (sales person, person in charge) can be reduced by presenting the result of checking each item by the sales support system itself as a default.

FIG. 1 is a diagram showing the entire configuration when a sales support system 1 according to an embodiment of the present invention is used. This sales support system 1 is installed at a headquarters that conducts sales activities, and includes a web server 10 and a data server 20. The web server 10 connects via a network N to a plurality of terminals 100 operated by individual sales representatives, other personal computers at the head office (head office PC 110), and other personal computers operated by customers (general user PC 120). ) is connected.

Here, the data server 20 collects information related to items to be checked when selling investment trusts and insurance (products) from the web server 10 or from the terminal 100, head office PC 110, and general user PC 120 via the web server 10. Obtain and memorize (sales activity information). Furthermore, the data server 20 also stores customer information regarding registered customers and product information regarding registered products (investment trusts, insurance), and can recognize these items by linking them.

FIG. 2 is a block diagram showing the configuration of the data server 20. As shown in FIG. Here, a control unit 21 that controls the entire data server 20 is provided. Further, an operating section 22 for receiving operations from a person in charge or a sales person, and a display section 23 serving as a display for displaying various information at this time are provided. Also provided is a storage section 24 made up of a hard disk, nonvolatile memory, etc. that stores all of the above information. Further, when this information is character information or an image including characters (character strings), a character recognition unit 25 is also provided that recognizes the characters present in the information and searches for a desired character string.

The specific content of the information stored in the storage unit 24 and the specific content displayed on the display unit 23 in relation to this will be explained below. FIG. 3 is an example of information for identifying registered customers (customer identification information), and corresponds to the specific content of customer information for one person. Here, the customer code, branch name in charge, customer name, address, date of birth, occupation, contact information, age, and gender set for each customer are specified for each customer (customer code). This content is displayed on the display section 23 and can be edited using the operation section 22. This setting content is stored in the storage unit 24 as customer identification information.

Further, FIG. 4 is an example of registered and stored product information. Here, two types of investment trusts are set as products. For this product information (investment trust information), an identification code is set for each product, and each item that should be included in the prospectus is recorded. Changes, settlement date, and trust period are memorized. In reality, the contents of FIG. 4 are only a part, and more detailed matters (risks, etc.) are stored. The latest standard price and the like can be recognized by the control unit 21 via the web server 10 and the like. Regarding insurance, product information (insurance information) specifying the detailed conditions of the insurance is similarly registered and stored in the storage unit 24.

Further, FIG. 5 is an example showing a part of purchased product information indicating the details of products purchased in the past by the customer shown in FIG. 3, and FIG. 5(a) shows purchased product information regarding investment trusts. Purchased investment trust information: In FIG. 5(b), purchased insurance information, which is purchased product information related to insurance, is described. Purchased product information is provided for each customer, but in reality, the storage unit 24 stores the above product information, and for each customer, the identification code of the fund name or insurance name, the date of purchase, and the purchase date are stored. The amount may be stored for each customer, and the information regarding the standard price shown in FIG. 5(a), for example, may be created by the control unit 21 according to the identification code. Note that the information shown in FIGS. 4 and 5 can also be edited in the same way as the customer identification information.
Customer identification information and purchased product information are set for each customer as information regarding each customer (customer information).

In addition to the above-mentioned customer information and product information, the storage unit 24 also stores sales activity information, which is information (documents) obtained during sales activities, information (documents) used, and the like. Such information includes, for example, records of interviews with customers, results of questionnaires, and submitted forms. This information can be stored as a document file or an image file. However, instead of these documents themselves, information specifying their contents may be used as sales activity information. In this case, for example, the control unit 21 can obtain these documents (files) from the terminal 100, head office PC 110, and general user PC 120 via the web server 10, and store them in the storage unit 24. can.

For example, when the control unit 21 obtains an interview record, the control unit 21 causes the storage unit 24 to store it. The interview records targeted here are interview records that were conducted in the past under the management of this headquarters, and at the time of obtaining them, the corresponding customers and products have not been specified. In this case, the interview record is also associated with and stored in the interview record accompanying information. FIG. 6 is an example showing the contents of this interview record accompanying information. Here, for each interview record, the interview record identification number corresponding to the file name, interview record type, interview date and time, interview record creator (salesperson name), presence or absence of customer linkage, customer (customer code, customer name) is memorized. Further, the settings of the approver set according to the interview record type and whether or not the approver has given approval are recorded. In FIG. 6, hatched items (interview date and time, interview record type, creator, customer code, or customer name) are input (selected) by the creator through operation of the operation unit 22.The interview record identification number is The control unit 21 sets the presence or absence of customer linkage depending on whether or not a customer code or customer name is input. The approval is performed by the approver who is identified by entering a password, etc. In this case, the interview record and the interview record accompanying information can be combined to form the sales activity information mentioned above.Alternatively, the interview record Only the accompanying information may be the above-mentioned sales activity information.

The control unit 21 uses the character recognition unit 25 to recognize character strings in the interview record, and if the above-mentioned interview record type, interview date and time, client name, etc. can be recognized by keyword search, the recognized content is displayed on the display unit. It may be displayed as a default for editing in step 23 and then edited. Further, the control unit 21 can search the interview records stored in the storage unit 24 by specifying, for example, a customer name or customer code, product name or identification code, interview date and time, and the like. This facilitates the input of the customer code (linking with the customer) as described above.

The control unit 21 can also obtain the results of questionnaires conducted for each customer in the past as sales activity information, and store this in the storage unit 24. Figure 7 is an example of information attached to the survey results that specifies the contents of the survey results. ), the type of insurance is specified. Purchase product information and questionnaire results as described above are set and stored for each registered customer. The control unit 21 can also cause the storage unit 24 to similarly store the various types of forms presented, or the accompanying information based thereon.

Based on the information stored in the storage unit 24 as described above, the control unit 21 causes the display unit 23 to display items to be checked by the sales person when selling the product and their results.

FIG. 8 is a flowchart showing the flow of operations performed by the control unit 21 when a sales person sells a product (investment trust, insurance). First, the control unit 21 recognizes the product to be sold by inputting an identification code, recognizes the customer by inputting a customer code, and recognizes the purchase amount by operating the operation unit 22 by a sales person (S1). . The following explanation assumes that this product is an investment trust. Thereafter, based on the customer information, product information, and sales activity information stored in the storage section 24, the control section 21 checks various items required when selling this product to this customer.

The control unit 21 first confirms whether the prior explanation to the relevant customer has been properly given (S2). Therefore, the control unit 21 inquires of the sales person via the display unit 23 the interview record identification number of the approved interview record regarding this product. At this time, if the sales person cannot identify this interview record, he or she can find this interview record by performing the above search. If this interview record has not been approved or if there is no interview record, the control unit 21 determines that the preliminary explanation has not been appropriately performed (S2: No). In this case, the control unit 21 causes the display unit 23 to display (warning) that an appropriate preliminary explanation has not been given (S3).

If it is determined that the prior explanation has been properly performed (S2: Yes), the control unit 21 thereafter controls the sale of this product based on the various information stored in the storage unit 24 as described above. Determine whether it is appropriate to do something to the customer. First, the control unit 21 reads the product information (investment trust information) of the recognized product (investment trust) and the recognized customer's questionnaire results from the storage unit 24, and selects the investment destination in the product information and the desired investment destination in the questionnaire result. (S4). As a result, if these investment destinations do not match (largely different) (S4: No), the control unit 21 causes the display unit 23 to display (warning) that the investment destination is not appropriate. (S3).

If it is determined that the investment destination is appropriate (S4: Yes), the control unit 21 reads the customer identification information of this customer from the storage unit 24, recognizes the date of birth, and recognizes the age. Thereafter, the control unit 21 determines whether a transaction has never been inappropriate because the customer is elderly (S5). Here, for example, it is determined whether the trust period in the product information (investment trust information) is appropriate for this age. For example, if the customer is elderly and the trust period is long, it is determined that the trust is not appropriate (S5: No). For example, according to the guidelines of the Japan Securities Dealers Association, there are cases where transactions with persons over 80 years old must be conducted by executives, but in this case, the recognized interview record (S2) is attached to the interview record. The control unit 21 determines whether or not this transaction satisfies this requirement by recognizing whether or not the creator of the information is this executive officer (S5). If these requirements based on the customer's age are not met (S5: No), the control unit 21 causes the display unit 23 to display (warning) that the elderly requirements are not met (S3).

If it is determined that the elderly requirement is satisfied (S5: Yes), the control unit 21 reads the purchased product information (purchased investment trust information) of this customer from the storage unit 24, and The product information (investment trust information) is compared to determine whether this customer is suitable for purchasing this product (S6). For example, when a customer who has no experience of purchasing investment trusts in the past makes a transaction, it is recognized as inappropriate (S6: No). Although the above investment trust information and purchased product information are shown in a simplified manner, for example, the degree of risk of an investment trust can be set as points and incorporated into this information, and the cumulative points of investment trusts purchased in the past can be calculated. This determination may be made by comparing the points of the investment trusts to be purchased this time. When these requirements based on past investment experience are not satisfied (S6: No), the control unit 21 causes the display unit 23 to display (warning) that the investment experience is not satisfied (S3).

If it is determined that the investment experience requirement is satisfied (S6: Yes), the control unit 21 similarly determines that the recognized purchase amount is appropriate based on the total purchase amount in past purchased investment trust information. It is determined whether or not (S7). Here, for example, if the recognized purchase amount is significantly larger than the total amount of past purchases, it is recognized that the purchase amount (investment amount) is not appropriate (S7: No). When these requirements based on the past investment amount are not satisfied (S7: No), the control unit 21 causes the display unit 23 to display (warning) that the investment amount requirement is not satisfied (S3).

If it is determined that the investment amount requirements are met (S7: Yes), the control unit 21 causes the display unit 23 to edit or confirm the document delivered before the conclusion of a contract for the sale of this product (investment trust) to this customer. A screen is displayed and the sales person (operator of the operation unit 22) is made to confirm the final document to be delivered before conclusion of the contract (S8). If it is confirmed that there is no problem with the content (S8: Yes), the document to be delivered before contract conclusion is printed out (S9).

According to the above operation, each item is checked by the control unit 21 based on various information stored in the storage unit 24 without the sales person checking each item. However, even if there is a determination result (S2, S4 to S7: No) that causes a warning to be issued as described above, the control unit 21 will cause the next This setting allows the user to proceed to the confirmation step. That is, the above-mentioned check result becomes the default by the control unit 21, and the final check is performed by the sales person or the person in charge. However, even in such a case, the check results by the control unit 21 are displayed in order, which reduces the burden on the sales person and reduces mistakes.

In addition, in the above example, the purchased product is an investment trust, but the same procedure can be used to output the documents to be delivered before contract conclusion even for insurance, although the details of each check will be different. . At this time, interview records, questionnaire results, forms, or accompanying information thereof (sales activity information) can be similarly used at this time.

Further, the control unit 21 can store the check results in S2, S4 to S8 in FIG. 8 in the storage unit 24 as check result information in association with the customer identification information of the corresponding customer and the product information of the product. . FIGS. 9A and 9B are examples of displaying a list of such check result information. Here, the check result by the control unit 21 is displayed as "system determination result", and the confirmation by the operator (sales person, manager) is displayed as "confirmation". Figure 9(a) shows the case where all the check results are OK and the document delivered before contract conclusion has been output, and Figure 9(b) shows the case where the elderly transaction determination (S5) is NG. This is an example of a case where Here, the name of the sales person (operator) is also stored at the same time. By storing such check result information in the storage unit 24, even if, for example, a sales person is replaced during a sales activity, the sales activity can proceed smoothly. In this case, a new salesperson can easily recognize this result and take action, such as soliciting a different product from the customer or changing the purchase price.

In Figures 8 and 9, the product is an investment trust, but even if the product is insurance, check items can be set according to the content and the checks can be performed in the same way as above. can.

Further, the control unit 21 can also give various instructions to the sales person (operator) based on the information stored in the storage unit 24 as described above. For example, based on the date of birth of the customer identification information, the control unit 21 causes the display unit 23 to display a message that the customer will be contacted to congratulate him/her on his/her birthday when the date of birth approaches. be able to.

In addition, based on product information (Figure 4) and purchased product information (Figure 5), if there is a product (investment trust) whose latest standard price has increased, decreased, or increased by more than a certain value, we will notify customers of this product. For example, it is also possible to display a message to confirm the intention to buy or sell. Similarly, if an event that requires contacting a customer occurs regarding a product, this can be displayed on the display unit 23.

The present invention has been described above based on the embodiments. It will be understood by those skilled in the art that this embodiment is merely an example, and that various modifications can be made to the combinations of these components, and that such modifications are also within the scope of the present invention.

1 Sales support system 10 Web server 20 Data server 21 Control unit 22 Operation unit 23 Display unit 24 Storage unit 25 Character recognition unit 100 Terminal 110 Head office PC
120 General user PC
N network

Claims (3)

A sales support system that supports sales activities when selling investment trusts and insurance products to customers,
Customer information including customer identification information, which is information about the customer and is identification information of the customer, and purchased product information that identifies products purchased by the customer in the past, and the content of the product is identified by the fund name or insurance name. If the product is an investment trust, the size of the risk is defined and stored as a point, and the identification code specified in the product information and the year and month of purchase by each customer a storage unit that stores the dates and purchase amounts in a way that allows them to be identified ;
a display section that displays the contents of various information;
Obtaining materials used or obtained during the sales activities, or information specifying the content of the materials , including sales activity information including survey results and records of interviews with customers, and storing the information in the storage unit;
The target customer and the product are recognized in correspondence with the customer information and the product information, respectively , and the corresponding customer information, product information, and sales activity information are read from the storage unit, and the customer information, Based on the product information and sales activity information,
(1) If a sales representative is contacted via the display unit for the interview record number of the interview record recognized as approved for the product, and the sales representative cannot recognize the interview corresponding to the interview record, If it is recognized that the interview record has not actually been approved, or if there is no substantive content in the interview record, the prior explanation to the customer may not be properly provided. If it is determined that this has not been done,
(2) Based on the product information of the product and the survey results included in the sales activity information, the investment target in the product information and the desired investment target in the survey result are compared, and the target investment target and the desired investment target are compared. If it is determined that the sale of the product is not suitable for the customer due to inconsistency with the customer,
(3) When the trust period in the product information is compared with the customer's age recognized from the customer information, and it is determined that the trust period is long considering the age, or the customer is 80 years old. In the above case, if the person who created the interview record was not an officer of the customer as stipulated by the guidelines of the Japan Securities Dealers Association, the sale of the product would be prohibited due to any of the following. If it is determined that the customer is not suitable,
(4) If the product is an investment trust, the points of the product are excessive compared to the accumulated points of investment trusts purchased by the customer in the past; If it is determined that the purchase experience is not suitable for purchasing the said product ,
( 5) If it is determined that the customer's investment amount is inappropriate because the purchase amount of the product is excessive compared to the total past purchase amount of the customer;
If any of the following apply, display that fact on the display section,
If none of the above (1) to (5) apply, have the person edit or confirm a document concluding the sale of the product to the customer based on the product information of the product and the customer information of the customer. a control unit that displays a screen on the display unit;
A sales support system comprising: 2. The sales support system according to claim 1 , wherein the materials include a presented form. 3. The sales support system according to claim 1, wherein the control section causes the display section to display the results of the determinations in (1) to (5).

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